Winsane Casino - Player's request for account closure ignored.

I am having an issue with this particular casino. I requested on 04/19/2024 that they close my account, both through email and via live chat, yet my account remains open and I was even able to make a deposit and play today. The chat support tells me every day that they will forward my request to the relevant department, yet nothing has been done

Dear Kouratzina,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances 

(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Could you please specify the reason for closing your account?

Thank you very much in advance.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I asked for addiction

Could you please send me the communication in which you informed the casino about your gambling addiction?

Could you please explain when you mentioned your gambling addiction to the casino?

Was your account closed as a result yet?

I'll await your reply.

my casino account has been closed successfully thanks for the help

Thanks for the update.

If you made any deposits following a simple account closure, we might not help you recover any refunds.

Do you wish to pursue the complaint further or may we consider it resolved?

be considered resolved

Dear Kouratzina,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru